AVP, customer success (West)

WRITER•San Francisco, CA

5d•Hybrid

About The Position

Shape how the world’s most sophisticated enterprises succeed with AI. As Area vice president, customer success (West), you’ll lead the region’s customer success organization and partner directly with C-suite executives at Fortune 500 and Global 2000 companies to deliver measurable transformation—building the agentic operating system with some of the most sophisticated tech, financial services, retail and healthcare companies. You’ll own retention and growth, scale a world-class team, and define how enterprises measure success in the agentic era. You’ll be a key member of WRITER’s CS leadership team and an active voice in the global CS leadership group, shaping strategy, structure, and culture across regions. This is a builder’s role reporting to our CCO and working closely with our CEO, COO, and CRO to drive WRITER’s next stage of growth. This is a hybrid role based out of our San Francisco hub. Travel to customers is expected.

Requirements

10+ years in enterprise SaaS or transformation-driven technology with deep experience leading Fortune 500/Global 2000 relationships
5+ years in a senior CS or post-sales leadership role. In addition to CS management, ideally have also led Engagement managers, Customer architects, and Customer support either directly or indirectly
Proven record-building and scaling CS organizations through inflection points - hypergrowth, global expansion, or IPO
Fluent in enterprise AI adoption and governance, with a strong grasp of ROI frameworks and transformation programs
A strategic and hands-on operator-able to alternate between vision and precision execution
Executive presence and credibility to influence at C-suite level and coach at every level
Enthusiasm to both drive strategy and “get in to the details” at the customer level to manage escalations and ensure delivery

Responsibilities

Drive industry leading growth and retention by owning ambitious NRR and GRR goals, tying every expansion to quantifiable business outcomes
Lead, scale, and develop a high-performing CSM team across Strategic, Enterprise, and Mid-market segments—hiring exceptional talent and building clear career paths. Have a dotted line to other post sales organizations
Design and operationalize a regional success model that becomes the global blueprint - playbooks, metrics, and governance that scale
Build trusted partnerships with CIOs, CMOs, and business leaders at companies like Goldman Sachs, Accenture, and Hilton, positioning WRITER as mission-critical infrastructure
Collaborate cross-functionally with Sales, Product, Marketing, and Solutions architecture to co-create account strategies that deliver measurable ROI
Champion operational excellence through disciplined forecasting, success planning, and data-driven decision-making
Represent the voice of the customer at the highest levels, influencing product direction and innovation